Job Information
CoreCivic Senior Director, Technology Services in Brentwood, Tennessee
At CoreCivic, our employees are driven by a deep sense of service, high standards of professionalism and a responsibility to better the public good. CoreCivic is currently seeking a Senior Director, Technology Services located at our corporate office in Brentwood, TN. Come join a team that is dedicated to making an impact for the people and communities we serve.
The Senior Director, Technology Services oversees the daily operation of the Technology Support Center, Desktop Support, Field Engineering and Enterprise Engineering teams. Designs, plans, and implements large scale Technology/Operational projects for all CoreCivic departments. Executes the CoreCivic Program Management Office methodology on all assigned projects. Manages CoreCivic employees and external vendors.
Supervises staff in the performance of their duties and evaluates as prescribed by company policy.This includes training new employees, evaluating performance and preparing written performance reviews, listening to concerns and effectively resolving disputes or issues, taking corrective or disciplinary action, developing work schedules for staff and approving leave requests.
Designs, plans, and implements large scale Technology/Operational projects and portfolios for CoreCivic, including PC and printer upgrades.
Oversees quality of services provided by the Technology Support Center and Field Engineering team, ensuring that all technology issues are resolved as quickly as possible.Monitors service quality through call monitoring, ticket review, and real-time survey analysis.
Leads all project related meetings with department leadership and provides updates on project status/progress to CoreCivic Executive leadership as needed.
Collaborates with managers and system administrators to understand immediate and long-term trends that adversely affect the customer experience, and to correct root causes of such trends.
Advises CIO on status of all services provided through briefings, information portals, and statistical reports.
Directs the Field Engineering team to accommodate facility priorities, including technology-related contract compliance, education labs, law libraries and state connectivity.Directs staff on company-wide hardware and operating system patching and imaging.
Schedules technology support and extended support hours, collaborates with system administrators on system updates, and teaches members of the Technology Support Center on known errors and bugs.
Maintains relationships with facility and FSC management; understanding their business, IT-related needs and timelines of such needs.
Analyzes complex business needs presented by the user community and/or clients and recommends technical solutions.
Serves as direct liaison with CoreCivic Executives and Board of Directors for secure delivery of electronic board material.
Presents technical information at the Executive level, including the CoreCivic Technology Steering Committee.
Evaluates all technology hardware and software changes that are proposed for implementation.
Works with external support vendors, negotiating contract details and pricing, working with the CoreCivic Legal team to ensure proper contract language, and obtaining executive management approval.
Maintains complete understanding of Information Technology Infrastructure Library (ITIL) service management process and ability to act as department ITIL representative for Service (ITSM) and Change Management.
Domestic U.S. travel may be required.
Qualifications:
Graduate from an accredited college or university with a Bachelor’s degree in Technology, Operations Management, Business Management, or other related field is required. A Master's degree is preferred.
Seven years of experience in technology management is required.
Five years of progressively increasing responsibility in leading/managing technology based projects is required.
Project management responsibility for project portfolios with aggregate budgets of $3M+ is preferred.
Five years of experience in leading a technical service desk is required.
Experience managing field engineering teams is also preferred.
Must have strong problem solving, customer service, and analytical skills.
In-depth knowledge of Information Technology Infrastructure Library (ITIL) practices.
Proficiency in Microsoft Office applications is required.
CoreCivic is a Drug-Free Workplace and EOE – including Disability/Veteran.